‎Call Controls Overview | Sprinklr Help Center

Call Controls Overview

Updated

1 day ago

Call Control provides agents with real‑time call management capabilities within Sprinklr Voice. These controls help agents handle conversations efficiently by allowing them to mute, hold, record, transfer, or conference calls without leaving the case screen.When an agent answers an inbound call from the call popup—or when a customer accepts an outbound call initiated by the brand—the Case Overview screen opens automatically with the Call Control widget displayed.

This article is intended for contact center agents, supervisors, and administrators who manage or support voice operations in Sprinklr.

Supported Headset Controls

Agents can use supported Voyager and Jabra headsets to perform basic call actions:

Answer calls
Mute / Unmute
Increase or decrease volume

Note: These actions work only on compatible devices integrated with Sprinklr Voice.

How Call Controls Help Agents

Easy call transfer

Using the call control widget, an agent can transfer the call to other departments when a customer has multiple queries within the same call. This improves the customer experience with the brand.

Call Conferencing

If an agent needs expert assistance during a conversation, they can add another team member to the call. This improves first call resolution and agents’ confidence in resolving complex issues.

Call Recording

Using call control widget, Agents can record calls for training, auditing, and quality assurance. Recording can be started, paused, resumed, or stopped at any time.

Promote Secondary Agent to Primary

Sprinklr allows Primary Agents to promote a Secondary Agent to Primary, giving them full call control capabilities.

If a Primary Agent chooses Leave Call, the system automatically promotes one Secondary Agent.
When the Primary Agent clicks End Call, a confirmation dialog is displayed with two options:
- Leave Call — exit the call and promote a Secondary Agent
- End Call for All — disconnect the call entirely

A promoted Secondary Agent becomes the new Primary Agent and can:

Add or remove participants
Initiate transfers (blind, consult, conference)
Access all call controls previously limited to the original Primary Agent

This ensures the call can continue seamlessly even if the Primary Agent must leave.

Call Control Widget - Functionalities

The Call Control widget includes several tools to manage a live voice call:

Feature	Icon	Description
Talk Timer		Displays the duration of the ongoing call. If the call exceeds its allowed service level, the timer acts as an indicator.
Call Directory		Click the profile icon to open a panel showing all agents participating in the call. If enabled, the keypad is also accessible from this menu.
Open Case		Opens the case details in the right‑side pane, allowing agents to view properties and context without leaving the call.
Transfer Call		Allows agents to transfer the call to: Another agent A work queue IVR Agents can choose to remain on the call or leave after transferring. For Ozonetel or Voice Connect providers, agents can also start an IVR conference.
Add Agent		Lets agents bring additional team members into the call for assistance. This is useful for multi‑department coordination or expert involvement. Note: In case of Ozonetel or Voice connect provider, you can add IVR conference.
After Call Work (ACW)		Displays a form where agents can select call disposition and add notes. ACW can be completed during the call or immediately after it ends (depending on admin settings).
Recording		Agents can: Start recording Pause and resume Delete recordings (if permissions allow) Recordings are stored as part of call history and can be managed in the Care Console using message‑level actions. Agents require the Delete permission under Voice Recording to remove recordings. Snippet Recording Agents can capture short, targeted snippets—for example, customer consent or sales confirmations—by selecting a snippet type from a predefined list. Snippets can be recorded even when the main recording is disabled (if allowed by Dynamic Property). Snippet files and details can be exported to an SFTP folder in a ZIP package, containing an audio file and an XML metadata file. Note: Access to snippet recording is controlled by a dynamic property. To enable it, contact your Success Manager or submit a ticket to tickets@sprinklr.com. The snippet types can be defined through a picklist-type message level custom field. You can hide the call recording button from call controls, preventing agents from seeing if a call is being recorded. This allows you to evaluate actual agent performance by listening to these calls without their knowledge. This feature can be enabled through persona configuration.
Keypad		To access the keypad: Click the profile icon. Open Call Directory. Select Keypad. Agents can use it to dial extensions or transfer calls to another team member. For more information on enabling the Keypad, refer to Dialpad availability in IVR transfers and conferences section of the Transfer Call article.
Mute		Click Mute to prevent others from hearing you. To mute a participant, use the Call Directory. Agents can mute or unmute a customer without having to worry about the conversation widget alerting them to your mute status by displaying the message, "Agent Name" has been muted on the call. This functionality is controlled by Dynamic Property. If the DP is not enabled, you will see these messages in the Care Console that indicate whether you are muted or unmuted. Note: Access to this feature is controlled by a dynamic property. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Hold		Places the customer on hold. If the Primary Agent places the call on hold during a multi‑party call, all participants are placed on hold. The agent will not hear hold music for better quality‑monitoring and less disruption. Note: Access to this feature is controlled by a dynamic property. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
End Call		Ends the agent’s interaction with the caller. If ACW is enabled, the ACW panel opens automatically. When multiple agents are on a call: If the Primary Agent clicks End Call, Sprinklr displays: Leave Call — promotes a Secondary Agent End Call for All — disconnects everyone
Leave		Appears when the agent joins via Transfer or Conference. Allows the agent to exit the call while keeping the conversation active for others.